Define Value: Voice Of The Customer

Gain A Better Understanding Of The Voice Of The Customer

• The Voice Of The Customer (VOC) is your customer’s needs and their perceptions of your product or service

• Customers decide if a product, service, or process is effective

• Processes design should focus heavily on Voice Of The Customer and customer requirements

What is the Voice Of The Customer?

Who Are Your Customers?• Customers: The recipients of products/or services from a

specific process

• It’s important to define customers by a specific process

• Are there external customers or internal customers or both?

• Common internal customers are: Human Resources (HR) and Information Technology (IT)

• External customers: people outside the organization that receive products or services

What Are Customer Requirements?

• Customer cues are comments that state a possible need or requirement. These are examples of common customer concerns:

• Affordable

• Responsive

• Flexible

• Friendly

• Convenient

• Accurate

Who Are Your Stakeholders?

• Stakeholder: Anyone who has a vested interest in how a process performs but they do not receive products or services from the process

• Stakeholders can be managers, owners, shareholders, or external suppliers

• Stakeholder buy-in can be critical to the success of projects

• It’s important to reach out and communicate regularly with stakeholders

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